Job Description

The

CI

Process Analyst

will support critical discovery, analysis, and improvement initiatives within a specific Servicing domain (CS, KYC, Fincrime, or Payment Ops). This role requires collaboration across teams and the ability to contribute to problem-solving and improvement efforts. The CI Process Analyst will focus on identifying areas for improvement, contributing to solution design, and ensuring successful implementation under the guidance of their lead or more senior team members.

Job Responsibilities

Discovery & Design:

Identify inefficiencies, bottlenecks, and areas for improvement. Develop low to mid-complexity solutions that align with organizational goals and guidelines. Conduct root cause analysis (RCA) to uncover operational challenges and deliver actionable insights.

Problem Solving:

Identify opportunities for improvement aligned with the Servicing strategy and contribute to creating business cases for change. Apply structured problem-solving methodologies to enhance workflows or customer experiences and reduce inefficiencies. Support the improvement of organizational efficiency and contribute to sustainable outcomes.

Project Management:

Manage low-complexity projects, ensuring smooth adoption of proposed changes. Track project progress, mitigate risks, and maintain clear communication with stakeholders. Produce high-quality documentation adhering to internal standards.

Impact Analysis:

Evaluate the business impact of low to mid-complexity changes. Assess post-implementation results to confirm efficiency gains and expected outcomes.

Subject Matter Expertise:

Develop foundational expertise in one or more operational areas, products, tools, or systems. Provide guidance and troubleshooting support for domain-specific challenges. Handle service requests efficiently and confidently within the assigned domain. Contribute insights through knowledge and data analysis to support decision-making. Act as a knowledge holder within the assigned domain.

Collaboration & Stakeholder Engagement:

Collaborate with cross-functional teams, including Operations, Product, and Compliance, to align on priorities and deliver outcomes. Build relationships with stakeholders, contribute to workshops and discussions to gather input, provide feedback and ensure stakeholder alignment.

Data Analysis & Reporting:

Use analytical tools (e.g., Looker, Superset) to monitor performance and identify areas for improvement. Collaborate with data teams to create reports and dashboards that inform decision-making.

Requirements

Experience & Knowledge:

3+ years of experience in operational analysis, process improvement, project management, business operations, or a related field. Experience in supporting cross-functional projects or initiatives within complex organizations. Familiarity with problem-solving methodologies such as Design Thinking, Theory of Constraints, A3 Problem Solving, or Lean Six Sigma is a plus. Familiarity with visual storytelling techniques (e.g., process mapping, journey mapping, data visualization) to communicate insights is a plus. Familiarity with operational domains such as CS, KYC, Fincrime is a plus. Experience in a highly regulated environment is a strong plus. Experience with tools and platforms used in operations (e.g., Zendesk, Twilio, Looker, Superset) is a plus.

Skills & Abilities:

Strong verbal and written communication skills, with the ability to articulate thoughts clearly. Solid problem-solving skills and the ability to break down issues and deliver actionable solutions. Basic project management skills, with the ability to contribute to multiple priorities and meet deadlines. Effective communication and interpersonal skills, with an ability to engage with senior stakeholders. * Strong attention to detail and a focus on delivering measurable results.